Client Experience Coordinator

If you are wondering what makes Trimedx different, it's that all of our associates share in a common purpose of serving clients, patients, communities, and each other with equal measures of care and performance.
Everyone is focused on serving the customer and we do that by collaborating and supporting each other
Associates look forward to coming to work each day
Every associate matters and makes a difference
It is truly a culture like no other — We hope you will join our team! Find out more about our company and culture here.
Interested in working in the healthcare industry? Would you like to make a difference in the lives of patients and their families? Do you enjoy a new challenge every day? Connect with us today!
Our team of Client Experience Coordinators (CEC) make a positive impact every day by:
Handling incoming phone calls for the servicing of complex medical equipment and life-saving Imaging medical devices
Partnering with clinical professionals on the telephone to input data for the servicing of medical equipment
Securing critical information through thoughtful and positive interactions
The Client Experience Coordinator delivers exceptional service by coordinating repairs between healthcare professionals and Trimedx technicians. They are responsible for documenting equipment issues, determining severity and then dispatching the service request to the responsible technician. Coordinators are often the first point of contact in the organization’s service model and their work directly impact the client’s ability to deliver quality patient care. As such, they must professionally represent Trimedx in all interactions by demonstrating a commitment to the Trimedx vision, mission, and core values.
Location: Indianapolis, IN preferred: candidates must currently reside in the Eastern or Central Time zones and able to work the hours listed below in EST. Position is Hybrid: primarily work from home (remote) with occasional in-office.
Pay: $17.50 per hour (plus shift differential for some evening & Sat/Sun hours)
Comprehensive Benefits Package: including medical, dental, vision, 401K, Paid Time Off (PTO), 9 paid holidays & annual merit increases
Required Hours: 8:15 am - 4:45 pm EST Mon, Wed, Thur, Fri and Sunday 7:00 am - 3:30 pm EST (Tuesday & Saturday off)
Responsibilities
Manage incoming interactions from healthcare professionals in a timely and courteous manner.
Demonstrate active listening skills and ask probing questions, as necessary, to relay the best possible information to the repair technician.
Document accurate information in work order systems.
Notify the appropriate field technician and escalate emergency situations utilizing call flow processes.
Demonstrate understanding of the healthcare environment, including medical equipment terminology.
Effectively use resources to solve customer issues or direct them to the appropriate source.
Adapt to process changes by staying current with new customer needs and CEC training materials.
Document and escalate safety incidents to the appropriate management and regulatory departments.
Demonstrate ownership and initiative by performing all necessary follow-up activities.
Document and escalate issues that may impact the CEC’s ability to deliver upon the service model.
Assist with visitor side by sides.
Assist with peer coaching.
Data entry and analysis.
All other duties as assigned.
Skills and Experience
Must be able to type 45 wpm
Must have experience with Microsoft Outlook, or similar email solutions
Customer service experience preferred
Education and Qualifications
High School or equivalent degree required; college education preferred
#LI-Hybrid
At Trimedx, we are committed to cultivating a workplace culture where every associate feels valued, supported, and empowered to thrive. This culture reflects our belief that our people are our foundation, their well-being is essential, and shared success is built through meaningful work, recognition, and opportunities for growth.
We embrace people’s differences which include age, race, color, ethnicity, gender, gender identity, sexual orientation, national origin, education, genetics, veteran status, disability, religion, beliefs, opinions and life experiences.
Visit our website to view our Workplace Culture Commitment , along with our social channels to see what our team is up to: Facebook, LinkedIn, Twitter.
Trimedx is an Equal Opportunity Employer. Drug-Free Workplace.
Because we are committed to providing a safe and productive work environment, Trimedx is a drug-free workplace. Accordingly, Associates are prohibited from engaging in the unlawful manufacture, sale, distribution, dispensation, possession, or use of any controlled substance or marijuana, or otherwise being under the influence thereof, on all Trimedx and Customer property or during working/on-call hours.
Trimedx may also provide associates with benefits that include health/dental/vision, HSA/FSA, matching retirement plans, paid vacation and parental leave, adoption/infertility assistance, and more!